We are Regal Fish Supplies Limited, an English registered company (company registration number 2813471), VAT registered No 555411748. Our trading office and registered office is at Ardent Road, Barton-Upon-Humber, North Lincolnshire, DN18 5FA. We operate the website www.regalfish.co.uk.
This page tells you information about us and the legal terms and conditions (“Terms”) on which we sell any of our products (“Products”) to you.
These Terms will apply to any contract between us for the sale of Products to you (each a “Contract”), including for the avoidance of doubt any such contracts entered into via our website, via telephone, via email, via door-to-door sales or otherwise. Please read these Terms carefully, and make sure that you understand them, before ordering any Products from us. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from us.
You should print a copy of these Terms, or save them to your computer, for future reference.
We may amend these Terms from time to time as set out in clause 3 below. Every time that you wish to order Products from us (via any method), please check these Terms to ensure you understand the terms which will apply at that time. These Terms were most recently updated on [30/06/2023].
You may only purchase Products from us if you are a consumer and at least 18 years old.
We only sell to certain parts of the United Kingdom. Our website is solely for the promotion of our Products in the UK. Unfortunately, we do not deliver to addresses outside the UK or addresses located within those excluded parts of the UK referred to on our Delivery Information page. Please carefully check the list of excluded parts of the UK before placing your order.
These Terms, and any Contract between you and us, are only in the English language.
If you wish to contact us for any reason, including because you have any questions relating to any of our Products or any complaints, you can contact us by writing to us at Regal Fish Supplies Limited, Ardent Road, Barton Upon Humber, DN18 5FA, by telephoning our customer support team on 01652 662100 or by emailing them at email@example.com.If we have to contact you or give you notice in writing, we will do so by e-mail or by the postal address you provided to us in your order.
1. Our Products
1.1 The images of the Products on our website and in other literature are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images. Although we have made every effort to be as accurate as possible, all sizes, weights, dimensions and measurements indicated on our website and in our other literature have a 5% tolerance.
1.2 The packaging of the Products may vary from that shown in images on our website or in our other promotional literature.
1.3 Allergen Information: We provide allergen information for our Products on our website. It is your responsibility to review the allergen information and have due regard to it when ordering Products from us.
2. How a Contract is Formed Between You and Us
2.1 For online orders, our website will guide you through the steps you need to take to place an order with us. Our online order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
2.2 For all orders (including those made by this website or by telephone, email or doorstep sales), by submitting an order to us you will be offering to buy the ordered Products from us subject to these Terms. Once you place an order, you will receive an order confirmation via email or other provided contact information. However, please note that this does not mean your order has been accepted or guarantee availability of the ordered Products, and at that point your order shall remain subject to our acceptance and confirmation.
2.3 A Contract shall only come into existence between you and us if and when we have notified you that we have accepted that offer by sending you an email to notify you that we agree to enter into a related contract with you.
2.4 You agree to provideaccurate and complete information during the ordering process, including your contact details, delivery address, and payment information.
2.5 If we are unable to accept your order, we will inform you of this and will not charge you for the ordered Products. This might be because the Products are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of any of the Products, because we have identified an error in the application of any voucher code, or because we are unable to provide next day delivery or meet any other delivery deadline that you have specified due to your geographic location.
2.6 We will assign an order number to your order and tell you what it is when we acknowledge your order. It will help us if you can tell us the order number whenever you contact us about your order.
2.7 All orders must have a minimum order value of £20 (excluding delivery charges).
3. Our Right to Vary These Terms and the Products
3.1 We may amend these Terms from time to time. Please look at the beginning of these Terms to see when these Terms were last updated.
3.2 Every time you order any Products from us, the Terms in force at the time of your order will apply to the relevant Contract between you and us.
3.3 We may make minor changes to the Products and these Terms:
3.3.1 to reflect changes in relevant laws and regulatory requirements (such as food hygiene or food packaging legislation); and
3.3.2 to implement minor technical adjustments and improvements, for example to address a safety issue.
These changes will not affect your use or enjoyment of the relevant Product.
3.4 If we have to revise these Terms as they apply to any Contract between us more significantly than those detailed in clause 3.3 above, or make more significant changes to any Product than those detailed in clause 3.3 above, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the relevant Contract if you are not happy with the changes. Please note that due to the perishable nature of the Products, you shall only be able to cancel the Contract in respect of those Products that you have yet to receive under the Contract.
4. Your Rights to Make Changes and/or Cancel an Order
4.1 If you wish to make a change to your order (including any subscription plan) please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Products ordered or any related subscription fees, the timing of delivery and anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
4.2 Cancellation (excluding subscriptions): In the unlikely event that you want to cancel an order (excluding a subscription order), you can do so at any point up to 24 hours before the scheduled delivery date (e.g. if your scheduled delivery date is 3rd August 2023, you will be able to cancel at any time before 2nd August 2023 but will not be able to cancel under this clause on or after 2nd August 2023). In such circumstances we will provide you with a full refund of any sums which you have paid in relation to that order. To cancel an order in this way login to your account online or contact our Administration team on 01652 662100 or via email firstname.lastname@example.org.Please note that your rights to end any Contract after this cancellation period has expired will be limited to only where you have a legal right to end the Contract because of something we have done wrong or if the circumstances in clause 9.4 below apply.
4.3 Cancellation of subscriptions: Please see clause 13.6 below for further details.
4.4 Please note that the consumer cancellation rights set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, will not apply to any Contract between you and us. This is because all of our Products are perishable food products and therefore are liable to deteriorate or expire rapidly.
5. Delivery of the Products
5.1 We deliver to all parts of the UK except for those excluded parts of the UK listed on our Delivery Information page. The costs of delivery are as set out below:
5.1.1 Orders for delivery to an address within the ‘Regal Fish Vans’ geographic delivery radius (as explained further on our Delivery Information page) will be delivered for no additional charge.
5.1.2 Orders for delivery to any other eligible UK address shall be made by courier and shall incur a delivery charge as follows:
(a) £6.49 delivery charge per delivery for order values under £55 (or £10 per such delivery if the delivery is made on a Saturday). Additional surcharge may apply for mainland Scotland orders;
(b) Free delivery for each delivery with an order value of £55 or more (subject to a surcharge that may apply for mainland Scotland orders).5.2If your delivery will be made via a Regal Fish Van, please note the following:
5.2.1 Deliveries will usually be made between the hours of 13:00 and 20:00 on your chosen delivery date;
5.2.2 We endeavour to deliver at a time convenient to yourself - we request a delivery window of no less than two hours but ask that you be as flexible as possible with your delivery timings to assist our busy drivers;
5.2.3 Delivery times may be affected by unforeseeable circumstances such as road works/vehicle breakdown, in which case you will be updated with a new approximate delivery time; and
5.2.4 We request that customers advise us of an acceptable place to leave their order in the event that no one is present to accept delivery. If you order via our website, this can be done via the ‘Additional Information’ box while processing the order. By providing us with instructions on where to leave the order (in the event that you are unable to receive delivery in person), you will be authorising the order to be left in that location. If we are unable to make delivery, your order will be returned to the depot where, due to the perishable nature of the Products, they will be disposed of and we may end the Contract (see clause 7 below); and
5.2.5 Please check your delivered order on receipt and in the unlikely event that you experience a problem with either your delivery or a Product we ask that you contact us as soon as possible using the contact details stated at the beginning of these Terms. We may require photographic evidence of the issue.
5.3 If your delivery will be made via courier, please note the following:
5.3.1 Deliveries are made on a Tuesday, Wednesday, Thursday, Friday or Saturday - you can choose which day is best for you;
5.3.2 Delivery times are normally between 08.00 and 12noon. Specified times cannot be requested. Our courier partner will contact you on the day of your delivery with their estimated delivery window and the opportunity for you to add special requirements to the drop-off;
5.3.3 All orders will be posted as next-day delivery to ensure the Products arrive safely with the cold chain intact. Products are packaged in cardboard boxes using WoolCool insulation and specialised ice packs to be disposed of by you in accordance with your relevant local authority’s rules;
5.3.4 The courier will deliver the order to your specified address. Once your order has been dispatched, it will become your responsibility to ensure that delivery can be made. Please advise us of a suitable place to leave your order should you not be available to receive delivery. By providing us with instructions on where to leave the order (in the event that you are unable to receive delivery in person), you will be authorising the order to be left in that location. If the courier is unable to make delivery, your order will be returned to the depot where, due to the perishable nature of the Products, they will be disposed of and we may end the Contract (see clause 7 below);and
5.3.5 Please check your delivered order on receipt and in the unlikely event that you experience a problem with either your delivery or a Product we ask that you contact us as soon as possible using the contact details stated at the beginning of these Terms. We may require photographic evidence of the issue.
5.4 In all cases, delivery of Products under a Contract shall be completed when we (or our chosen delivery services provider) deliver the relevant Products to the delivery address that you gave us. The Products will be your responsibility from that time. It is important that the address you provide is as accurate and detailed as possible. We do not accept any liability for any loss or damage to the Products once they have been delivered to the delivery address you have specified.
5.5 Please ensure that all Products are stored appropriately as soon as possible following delivery. All fresh products are suitable for home freezing and we recommend that this be carried out on the day of delivery. Refer to the Product packaging for further instructions.
5.5 You own the Products once we have received payment in full for the relevant Products, including all applicable delivery charges.
6. Price and Payment
6.1 The prices of the Products and any related subscriptions (which include VAT) will be as quoted on our website or otherwise notified to you by us at the time you submit your order and are in pound sterling. We take all reasonable care to ensure that the prices of the Products advised to you are correct and that any applicable voucher codes work as stated. However please see clause 6.5 below for what happens if we discover an error in the price of any Product you order or an error in the application of any voucher code.
6.2 If the rate of VAT changes between your order date and the date on which the Contract is completed or terminated, we will adjust the rate of VAT that you pay to the revised amount, unless you have already paid for the relevant Products in full before the change in the rate of VAT takes effect.
6.3 Our delivery charges (if any) are as advised to you during the order process. If you order via subscription, usual delivery charges apply.
6.4 You can pay for Products and subscriptions using the following payment methods: Visa, Mastercard, and Google Pay. You must pay for the Products (and pay all applicable delivery charges) before we dispatch them. We will not charge you until we dispatch the Products to you (excluding subscriptions).
6.5 It is always possible that, despite our efforts, some of the Products on our website may be incorrectly priced and/or any voucher codes that we offer do not work correctly. We will normally check prices and any applied voucher codes before accepting your order so that, where the Product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. In the event that:
6.5.1 we discover an error in the price of any Product you have ordered and the Product's correct price at your order date is higher than the price stated on our website at the time you placed your order, we will give you the option of continuing to purchase the relevant Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if we accept and process your order containing a pricing error which is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any Products provided to you;
6.5.2 we discover that any voucher code has worked incorrectly, we will contact you to inform you of the error and will give you the option of continuing to purchase the relevant Products using the correctly applied voucher code (in which case you will be required to pay the outstanding balance) or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
6.6 We do not accept liability if delivery of any Product is delayed because you have provided us with incorrect payment details.
6.7 If it is not possible to obtain full payment for any Products (including subscriptions) using the payment details you have provided, we will contact you to arrange for an alternative payment method and may reject your order if we cannot contact you or no alternative payment method is provided. This does not affect your legal rights.
6.8 In the event that we make any refund to you under the Contract for any reason, we will refund you using the payment method originally used by you to purchase the Products. Please also note that if any refunded Products have been purchased wholly or partly using a voucher code, we will only refund the sum that you actually paid for the refunded Products and will not refund the amount of any discount given as a result of the application of the voucher code.
6.8 Individual voucher codes - We may send customers individual voucher codes by email from time to time. Any such voucher codes may only be applied to purchases made using the account in respect of which the voucher code was offered and registered. Voucher codes may be subject to certain conditions of use and/or restrictions (including specific dates between which they may be applied), which will be specified at the time of issue. Voucher codes have no monetary value and must not be sold or transferred to anyone else. Voucher codes cannot be used in conjunction with any other offer. Any breach of the specific terms of a voucher code may result in an order being rejected or an order being void.
6.9 General promotional voucher codes - We may also offer general promotional voucher codes which may apply in respect of any, or certain specified, purchases made through our website. Such promotional voucher codes may be subject to certain conditions of use and/or restrictions (including specific dates between which they may be applied), which will be specified at the time of issue. Promotional voucher codes have no monetary value and must not be sold or transferred to anyone else. Promotional voucher codes cannot be used in conjunction with any other offer. Any breach of the specific terms of a promotional voucher code may result in an order being rejected or an order being void.
7. Our Rights to End the Contract
7.1 We may end the Contract (including any subscription) at any time by writing to you (including email) if:
7.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
7.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or
7.1.3 you do not allow or enable us to deliver the Products to you in accordance with clause 5 of these Terms.
7.2 If we end the Contract in any of the situations set out in clause 7.1 above we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the Contract.
7.3 We may write to you to let you know that we are going to stop providing any Product. We will let you know at least 7 days in advance of our stopping the supply of the relevant Product and will refund any sums you have paid in advance for Products which will not be provided.
8. Our Liability to You
8.1 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the relevant Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by anything in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
8.2 If we fail to comply with these Terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the relevant Contract.
8.3 We only agree to supply the Products for domestic and private use. You agree not to use the Products for any commercial, business or resale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
8.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:
8.4.1 death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
8.4.2 fraud or fraudulent misrepresentation;
8.4.3 breach of your legal rights in relation to the Products including the right to receive products which are:
a) as described and match information we provided to you;
b) of satisfactory quality;
b) fit for any particular purpose made known to us;
c) supplied with reasonable skill and care; and
d) not defective products under the Consumer Protection Act 1987.
9. Events Outside Our Control
9.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract to the extent caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 9.2.
9.2 An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, postal delays, protests, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, national emergency, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, failure of public or private telecommunications networks, or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
9.3 If an Event Outside Our Control takes place which affects the performance of any of our obligations under any Contract:
9.3.1 we will contact you as soon as reasonably possible to notify you; and
9.3.2 our obligations under the relevant Contract will be suspended and the time for performance of our obligations will be extended for the duration of the relevant Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
9.4 You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To do so, please contact us by writing to us at Regal Fish Supplies Limited. Ardent Road, Barton Upon Humber, DN18 5FA, by telephoning our Customer Support Team on 01652 662100 or by emailing them at email@example.com. Please note that due to the perishable nature of the Products, you shall only be able to cancel the Contract in such circumstances in respect of those Products that you have yet to receive under the Contract.
10. Customer Referral scheme online (Recommend a friend)
10.1 To benefit from this scheme you must be an existing customer.
10.2 Once you have signed up to the scheme you will be able to send your friend a referral link via our customer referral webpage. If they place an order with us via the link that you send them, they will receive £15 off their first order and you will be emailed a discount code for £15 off your next order when they have received delivery of the order and made payment in full for that order.
10.3 Due to geographical restrictions (see our Delivery Information page for further details), in some cases we will not be able to deliver to your referred customer. In this situation we regret that the referral credit will not be given.
10.4 In order to qualify for the referral credit, the address supplied to us by the referred customer and their related order account must be different to that of your own.
10.5 You must spend each credited amount in one order.
10.6 You may refer as many new customers as you wish.
10.7 Please check with the person prior to making a referral, that they are happy for you to send them the referral link. In any case where the same new customer is referred to us by more than one person (under any of our referral schemes),any subsequent referral credit will be given to whoever made the related referral first (via any of our referral schemes).
10.8 In the instance that a person to which a referral link is sent has previously been a customer with Regal Fish then this will not be classed as a referral and therefore credit will not be awarded in that instance.
10.9 We regret that you cannot recommend the same customer/household twice.
11. Customer Referral scheme via call centre (Recommend a friend)
11.1 To receive credit via this scheme you must be an existing customer.
11.2 You must supply us with the name, telephone number and address including postcode of the recommended customer. If your recommended customer remains un-contactable, the credit will not be awarded.
11.3 £10.00 will be credited to your Regal Fish account and £10.00 to your recommended customer’s Regal Fish account once they have received their first order and made payment in full for that order.
11.4 A further £10.00 will be credited to your Regal Fish account and a further £5.00 to the recommended customer’s Regal Fish account once a second order has been received and paid for in full by the recommended customer.
11.5 Due to geographical restrictions, in some cases, it may not be possible to deliver to your recommended customer. In this situation we regret that credit will not be given.
11.6 In order to qualify for the credit, the address supplied must be different to that of your own.
11.7 You must spend each credited amount in one order.
11.8 You may recommend as many new customers as you wish.
11.9 Please check with the person prior to recommending them that they are happy for us to have their details. In the case where 2 persons recommend the same new customers the credit will be given to whoever recommended first.
11.10 Please note that it will take a minimum of 2 weeks for the amount to be credited to your account following your recommended friends delivery and payment. Should your delivery follow shortly after your friend's than this credit may not be available. Under such circumstance your credit will be available for your subsequent delivery.
11.11 In the instance that a person recommended has previously been a customer with Regal Fish then this cannot be classed as a referral and therefore credit will not be awarded.
11.12 Credit cannot be awarded to customers who were recommended prior to this promotion being implemented (00.01, 01 January 2014), neither can we award credit if your friend joins the service by applying themselves (either by phone, post or email) - you must write/phone/email in with their details and your own details to qualify as in this way we can link yourself to your recommended friend and thus apply the credit.
11.13 Credit can only be awarded when your recommendee places their first order and second order through their OWN account and receives a delivery to either their home address or address within the same delivery area and makes payment in full.
11.14 We regret that you cannot recommend the same customer/household twice; should you recommend a customer/household who subsequently leaves our service, you will not be awarded credit if you recommend them again at a later date.
11.15 We regret that first orders taken via our door sales representatives are not eligible for this scheme.
12. Personal Information
13. Additional Terms Relevant to Subscriptions Only
PLEASE NOTE THAT THIS CLAUSE 13 ONLY APPLIES IN RESPECT OF SUBSCRIPTION ORDERS PLACED BY A CUSTOMER
13.1 If you place a subscription order with us, you shall be agreeing to order, accept delivery of (and pay for)the regular delivery of the corresponding Products to your designated delivery address in accordance with your selected subscription plan.
13.2 Subscription Options: We offer various subscription plans with different delivery frequencies, quantities, and food selections. Please see here for further details. The specific details of your chosen subscription plan will be provided to you during the ordering process. It is your responsibility to ensure the total value of your subscription items are worth over £20. If they are not, we reserve the right to cancel your subscription as this is not above our minimum order value on our site.
13.3 Delivery Schedule: Delivery dates and times will be scheduled according to your chosen subscription plan. We will make reasonable efforts to ensure timely deliveries. However, delivery may be subject to factors beyond our control, such as weather conditions or unforeseen circumstances. Your subscription will always be delivered via our courier partner DPD.
13.4Your subscription will commence on the date that we notify you we have accepted your subscription order as referred to in clause 2.3 above and will continue for the duration specified in your chosen subscription plan unless and until terminated earlier in accordance with these Terms.
13.5Unless you terminate your subscription in accordance with these Terms before the end of the subscription duration, it (and the related Contract) will automatically renew for subsequent periods of the same duration as the original subscription unless and until terminated in accordance with its terms.
13.6Termination: You may terminate your subscription at any time by following the subscription cancellation process outlined on our website or by contacting our customer service team using the contact details set out at the beginning of these Terms. Terminations made before the next billing cycle will prevent automatic renewal. No refunds or credits will be provided for partially used subscription periods.
13.7Subscription Fees: The applicable subscription fees will be clearly displayed during the ordering process. These fees are subject to change with prior notice. All fees stated are inclusive of VAT unless otherwise stated.
13.8 Billing Cycle: Subscription fees will be charged in advance based on your chosen billing cycle (e.g. weekly, fortnightly, or monthly) and will continue unless and until the subscription is terminated in accordance with these Terms.
13.9 Late Payment of Subscription Fees: Without prejudice to any other right or remedy available to us, if you do not make any payment to us of any subscription fee or if we are unable to collect any subscription fee due from you under the Contract by the due date for payment we may:
13.9.1 suspend the supply of Products under your subscription unless and until your account (including any applicable interest) is paid up to date.
14. Other Important Terms
14.1 When we refer, in these Terms, to “in writing”, this will include e-mail.
14.2 We may transfer our rights and obligations under any Contract to any third party, but this will not affect your rights or our obligations under these Terms.
14.3 You may only transfer your rights or your obligations under a Contract to another person if we agree in writing.
14.4 Each Contract is between you and us. No other person shall have any rights to enforce the terms of any Contract.
14.5 Each of the clauses set out in these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable (whether in whole or in part), the remaining clauses (or the relevant part) will remain in full force and effect.
14.6 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
14.7 Please note that these Terms are governed by English law. This means each Contract for the purchase of Products through our website or any other method, and any dispute or claim arising out of or in connection with it, will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Scotland you may also bring proceedings in Scotland.
We are committed to providing high quality products and services to all of our customers. However, we understand that occasionally things can go wrong. If you wish to make a complaint you can do this by contacting us using our contact details set out at the beginning of these Terms.